Objective
Valuable insights are available for Voice and Messaging product users when logged into the Help Center. The Help Center Assistant can provide summaries of your message or call activity, usage metrics, and customized guidance based on an analysis of your Account data. See the Messaging and Voice Insight sections below for more details and eligibility information.
Procedure
Messaging Insights
Helps you to analyze your application's messaging activities, identify and debug issues, optimize delivery, monitor fraud protection, and find areas to boost engagement with your end-users.
Note: This feature must be enabled in the Console under Monitor>Insights>Messaging.
Here’s some question you can use to get started;
- What are the delivery rates for my messages, both incoming and outgoing?
- What caused delivery rates to drop during a certain time period?
- What errors have I had in the past 5 days on messages?
- How many of my OTP messages are converting successfully?
- What is the volume and distribution of my scheduled messages for the coming week?
- What is the click through rate of my messages using shortened links?
Voice Insights
Provides call quality analytics and aggregation tools for investigating Twilio calls and conferences. Using TCX Voice Insights through the Help Center Assistant allows you to make queries to the conversational AI to provide both personalized responses (Based on calls to the Stats and Trends APIs) and contextual recommendations on what you can do to self-serve some connectivity and audio quality issues.
Note: While all Twilio Voice Customers have access to Voice Insights data for the past 7 days, TCX Voice Insights is focused on those Customers who subscribe to Voice Insights Advanced Features (VIAF), which provides access to 30 days of data and other programmatic functionality.
Here’s some question you can use to get started;
- What has my call latency been over the last 30 days?
- How has my call quality been trending in the last week?
- Can you give me voice trends over 7 days with a focus on total call metrics?
- How do this week’s calls compare to last week’s calls?
- How many dropped calls have I had in the last thirty days?
- What is my inbound versus outbound call quality?
- What is the biggest problem with my calls?
- What can you tell me about my calls today?
- What hour of the day has the most call volume?
- What was the longest call in the last week?
- Are there any spikes in my call volume?
Additional Information